Shipping & Customs Policy

Shipping & Delivery

🌍 Where We Ship

We currently offer international shipping to the following destinations:

  • Hong Kong
  • Australia
  • New Zealand

We aim to provide fast, reliable and transparent delivery so you get your CPAP machines, portable oxygen concentrators, masks and accessories with minimum hassle.

Shipping Options & Timing

All orders are processed from our warehouse in Hong Kong.

🕐 Order Processing

  • Orders are typically processed within 1–2 business days after payment is confirmed.
  • Once your order ships, you will receive a tracking number via email.

Delivery Methods

We use trusted international couriers such as DHL Express, UPS or FedEx to ensure fast and secure delivery to your door.

Estimated delivery times:

Destination Estimated Delivery
🇭🇰 Hong Kong 1–3 business days
🇦🇺 Australia 3–7 business days
🇳🇿 New Zealand 3–8 business days

Actual delivery times depend on the courier and customs clearance at destination.

Shipping Costs

Shipping fees are based on your delivery destination and order value. The applicable shipping charge will be clearly displayed at checkout before payment is completed.

Hong Kong

  • Free shipping on orders HKD 1,000 or above
  • Flat rate HKD50 shipping fee for orders below HKD 1,000

Australia

  • Free shipping on orders AUD1000 or above
  • Flat rate AUD40 shipping fee for orders betweem AUD500 and AU1000
  • Flat rate AUD80 shipping fee for orders below AUD500

New Zealand

  • Free shipping on orders NZD1200 or above
  • Flat rate NZD 45 shipping fee for orders betweem NZD600 and NZD1200
  • Flat rate NZD 90 shipping fee for orders below NZD 600

🌍 Other Countries

If your country is not listed above, please contact us before placing your order.
Shipping availability, costs, and import requirements may vary by destination.

Customs, Duties & Taxes

Important — Please read carefully:

When shipping to Australia and New Zealand, customs duties, GST, and other import fees may be assessed by local customs authorities upon arrival.

GST-Free Medical Products (AU & NZ):

Some medical products, including certain CPAP machines and related accessories, may qualify for GST-free importation under Australian or New Zealand tax regulations.

However:

GST-free treatment is determined solely by local customs and tax authorities and cannot be guaranteed.

Based on our past shipping experience, GST has not typically been charged on many shipments of eligible medical products.  That said, each shipment is assessed individually, and outcomes may vary depending on customs interpretation and shipment details.

If GST or import fees are applied

If GST, duties, or customs clearance fees are assessed:

  • These charges are not included in your order total or shipping fee
  • Payment must be made directly to the courier or customs authority before delivery
  • We cannot influence, waive, or refund GST or customs charges applied by local authorities

Important clarifications

  • GST-free treatment is not automatic
  • Customs authorities make the final decision at the time of clearance
  • Import assessments may vary even for the same product
  • Orders delayed or returned due to unpaid taxes or rejected clearance may not be eligible for refund.

Hong Kong orders

Orders shipped within Hong Kong are generally not subject to GST or import duties.

Recommendation

If you are unsure about how GST or import taxes may apply to your order, we recommend contacting:

  • Your local customs or tax authority, or
  • The courier handling your shipment once tracking information is issued

📝Packaging & Tracking

  • All orders are securely packed and include a detailed invoice showing product descriptions and values.
  • You will receive a tracking number once your package is dispatched so you can monitor delivery progress from our warehouse to your address.

⚡Power & Regional Compatibility (for devices)

Most CPAP machines and portable oxygen concentrators support 100–240V input, which means they will work worldwide with a local plug adapter. We offer region-specific power cables and adapters at checkout if needed.

📍Delivery Requirements

  • Couriers require a physical street address — we cannot deliver to PO Boxes or postal lockers.
  • Signature may be required on delivery, depending on the courier and destination.

📞 Questions?

If you have any questions about your order, shipping options, or customs & taxes, feel free to contact our support team:

✉️ Email: support@cpaponlinestore.com

📞 Phone:+61 482022917

📌 Notes

  • We are not responsible for delays caused by customs clearance procedures.
  • Orders returned to us due to unpaid duties/taxes or rejected by customs may not be eligible for refund — see our Returns Policy for details.